OTRS.org News

OTRS admin training between 30/06/2008 and 01/07/2008 (German)!

2008-05-09T00:00:00+00:00

Starting on 30/06/2008 an OTRS admin training takes place at the Linux Hotel in Essen, Germany. This 2-day training gives you the possibility to experience OTRS in a small group. Get to know all about installing OTRS on different platforms, how to configure the system for various scenarios, customize the frontend, etc.
Thanks!

[http://www.linuxhotel.de/] (German)

CNET.com Blog: OTRS an open-source ticket system worth watching

2008-05-06T00:00:00+00:00

Matt Asay posted on the CNET.com Blog "The Open Road" about OTRS.

"OTRS, an open-source ticket system worth watching"

[...]
A year or so ago I was looking around for a good ticketing system and came across OTRS. Looking around the ticketing system landscape, it's hard to miss OTRS. There are others, of course, like Request Tracker, but based on the numbers OTRS appears to be the leading ticketing system.

It's an impressive system with an equally impressive list of over 150 paid customers, including Nokia, Siemens, Lufthansa, Boeing, NASA Ames Research Center, Amnesty International, and Fujitsu Microelectronics America. If you believe that technology companies are good bellwethers of smart technology decisions, then OTRS has this in spades (including free use of OTRS by Intel and Sun, as well as GE and the American Stock Exchange, and 6,000 other companies).
[...]

OTRS::ITSM 1.1.1 (Whitehaven Beach) released!

2008-05-05T00:00:00+00:00

The OTRS Team is pleased to announce a feature OTRS extention, OTRS::ITSM 1.1.1.

OTRS::ITSM is an addon to OTRS 2.2 to support ITIL compliant IT service management.
New features:

Authorization concept - each object: Service/SLA, Location, CI, Linkobject no create an own group, so the agents rights can be assigned more granulary.

Services can be assigned to authorized customers. Further more, services may be assigned as general 'defaultservices' which are valid for use for each customer.

A structured tree view on services & CIs including informations on each objects current status allows to analyse an incident and calculate the incidents impact on affected services and customers.

A service agent may search, select and assign any of a customers configuration items (CIs) while recording an incident ticket.

Configuration items (CIs) may now be imported and exported in a CSV file or by using the API.

A huge variety of additional reports have been created, e.g.:

Total of all ever created tickets per ticket-type and priority; status; queue; service
Monthly overview of all ever created tickets of a previous month per ticket-type; priority; status; queue; service
Total of all configuration items (CIs) created in a previous month per class; per status
Total of all configuration items (CIs) created per class; per status
Total of all configuration items (CIs) created in a defined period per class; per status
First time solution rate of all ever created tickets per ticket-type and priority; queue; service
First time solution rate in a previous month per ticket-type; per priority; per queue; per service
First time solution rate in a defined period per ticket-type and priority; queue; service
Average resolution time of all ever created tickets per ticket- type and priority; queue; service
Average resolution time in a previous month per ticket- type and priority; queue; service
Average resolution time in a defined period per ticket- type and priority; queue; service

Added print function for CIs, Services, SLAs, Locations

[full announcement]

FAQ 1.3.1 is released!

2008-04-09T00:00:00+00:00

The OTRS Team is pleased to announce a feature release, FAQ 1.3.1.

Enhancements:

FAQs may be inserted at a cursors position in a mail body while composing messages to the customer.

Multiple attachments may now be attached to the FAQ article.

RSS support has been relealized for public FAQ articles which means you will be informed about new posted FAQs.

Fixes:

Bug #2722 - Saving a category lead to an error if no comment was given. A validation has been added to ensure that a comment is mandatory.

Bug #2445 - After installing the FAQ module and creating a new article, it was not possibe to select a category because of missing permission. A new check has been added to inform the user that permissions need to be set.

Bug #2305, 1783 - After having used the FAQ while creating a ticket, OTRS now switches back to the ticket zoom instead of the FAQ explorer view which was a bug.

Bug #2033 - FAQ articles that contain attachments may now be deleted. The issue was caused by a database foreign key issue.

Bug #2381 - Links between a FAQ articles and tickets (even those a customer is not permitted to view) have been removed in the customer interface.

And some other small bugfixes.

Installation/Upgrade:
Quite simple, just use the OTRS package manager in your OTRS administration interface and click on your OTRS.org online repository to install or upgrade the FAQ.
[full announcement]

OTRS 2.2.6 (Ipanema) is released!

2008-03-31T00:00:00+00:00

Includes Security fixes, we recomment all OTRS users to upgrade to OTRS 2.2.6 or to OTRS 2.1.8!

The OTRS Team is pleased to announce a minor bug fix release, OTRS 2.2.6.

Fixes:

Bug #2650 - Mails isn't completely imported by PostmasterPOP3.pl (mail body is cut off, if no content type is availabe but 8bit chars are used).

Bug #2758 - Sometimes non-latin filenames (e. g. koi8-r, utf8, cp1251) in emails are not shown correctly.

Bug #2462 - Permission is denied when trying to print ticket details from customer panel (customer.pl).

Bug #2541 - Added missing "Ticket unlock" link for ticket for the followin actions 'Phone call', 'Merge', 'Move' and 'Forward'.

Bug #1957 - Auto reply for new Phone-Tickets replies to non- Existing addresses (if no email address is given in 'From' field).

Bug #1975 - Cannot forward email with .eml files as attachment.

Bug #2413 - Cannot write to BLOB column in table XML_STORAGE with DB2.

Bug #954 - Ticket split should link tickets automatically (origin to new one).

And some other small bugfixes.

Enhancements:

Added new turkish translation. Thanks to Necmettin Begiter!

Updated Vietnamese translation. Thanks to Nguyen Nguyet. Phuong!

[ftp://ftp.otrs.org/pub/otrs/] [full announcement]
[Englisch Advisory OSA-2008-01] [German Advisory OSA-2008-01]

OTRS is available at JumpBox.com!

2008-03-20T00:00:00+00:00

You are looking for an OTRS out of the box solution? JumpBox is a virtual appliance for an Open Source application that is focused on a single task (or single application) and is carefully crafted to capture the best practices for how the application should be implemented. You only need to download "OTRS for JumpBox" and start it on a virtual environment like VMWare, Parallels, Xen Open Source, Microsoft Virtual Server, Microsoft Virtual PC or Virtual Iron.
[http://www.jumpbox.com/app/otrs]

OTRS 2.2.5 (Ipanema) is released!

2008-01-28T00:00:00+00:00

The OTRS Team is pleased to announce a minor bug fix release, OTRS 2.2.5.

Fixes:

Bug #2166 - Fixed issue with HTML-mails sent by MS Outlook 2003 / long dash was not shown as dash in email body, but dropped silently.

Bug #1428 - Fixed issue with white-spaces in UTF-8 email subjects (specifically in Russian, Chinese and Japanese).

Bug #2479 - Fixed problem with large attachments (> 3MB) (on Oracle DB).

Bug #2581 - Fixed issue with follow-ups, when ticket#: xxxxxxx was copied from the Web interface into a new email subject.

Bug #1148 - Fixes loss of attachments when splitting a ticket.

Bug #1120 - Fixed TO recipients which were sometimes dropped in a ticket reply.

Bug #2601 - Only agents with rw permissions were listed in the inform agent selection of a note screen (note permission need to be activated via SysConfig first). Now all agents with note permissions are displayed.

Bug #2491 - Fixed crash after initial login on a virgin installation on fedora 7, fedora 8, altlinux and ActiveState Perl on win32.

Bug #1687 - Fixed Wrong New message! hint on queue with Customer State Notify activated.

Bug #2227 - Fixed not working XML Storage on MS SQL database if special content was used.

Bug #977 - Fixed agent notification for new tickets created in the Web interface if CustomerGroupSupport is enabled.

And some other small bugfixes.

Enhancements:

Added new Vietnamese translation. Thanks to Nguyen Nguyet. Phuong!

[ftp://ftp.otrs.org/pub/otrs/] [full announcement]

OTRS admin training between 18/02/2008 and 19/02/2008 (German)!

2008-01-15T00:00:00+00:00

(next round, because of so many requests)
Starting on 18/02/2008 an OTRS admin training takes place at the Linux Hotel in Essen, Germany. This 2-day training gives you the possibility to experience OTRS in a small group. Get to know all about installing OTRS on different platforms, how to configure the system for various scenarios, customize the frontend, etc.
Thanks!

[http://www.linuxhotel.de/] (German)

OTRS admin training between 11/12/2007 and 12/12/2007 (German)!

2007-11-27T00:00:00+00:00

Starting on 11/12/2007 an OTRS admin training takes place at the Linux Hotel in Essen, Germany. This 2-day training gives you the possibility to experience OTRS in a small group. Get to know all about installing OTRS on different platforms, how to configure the system for various scenarios, customize the frontend, etc.
Thanks for your help and making OTRS the world leading open source trouble ticket system!

[http://www.linuxhotel.de/] (German)

Short intro how OTRS.org is improving the quality of OTRS

2007-11-10T00:00:00+00:00

OTRS is growing and growing. Today we account for over 49,000 productive ticket system installations world wide, in 22 languages, and OTRS is comprised of over 230,000 line of codes. A software operating on this level needs an excellent quality.

To improve the quality of OTRS, we are using unit tests (a big bundle of automatic tests) which will be processed every night on different machines (Linux, FreeBSD, Windows, ...) with different databases (MySQL, PostgreSQL, Oracle, MSSQL, ...). The results are posted on this website. Here you can see an overview of all the checks last run on each environment.

So, for the OTRS development team this eases finding bugs on different platforms. Also, they see if a particular change (maybe a bugfix) is affecting any other part(s) of OTRS.

In other words, unit tests are essential for OTRS to improving the quality. :)

[OTRS unit test status page]

OTRS 2.2.4 (Ipanema) is released!

2007-11-07T00:00:00+00:00

The OTRS Team is pleased to announce a major bug fix release, OTRS 2.2.4.

Fixes:

Bug #2319 - Fixed "memory leak" which could result in system crash when all memory was used up (see public FAQ: #4200252 http://faq.otrs.org/otrs/public.pl for details).

Bug #2442 - Fixes disappearing ticket free time checkboxes in some ticket masks after reloads.

Bug #2289 - Compress with bzip2 didn't works in backup.pl.

Bug #2404, #2398, #2388 - Miscellaneous fixes in the statistics module.

Bug #2375 - Fixed race condition in generic agent jobs processing which could lead to lost job attributes.

Bug #2276 - Enable Service and SLA options in GenericAgent jobs.

And some other small bugfixes.

[ftp://ftp.otrs.org/pub/otrs/] [full announcement]

Known Error Report: OTRS 2.2.3 memory leak!

2007-11-05T00:00:00+00:00

We do like to inform you about a know error identified within the OTRS 2.2.3 release. On Unix / Linux systems running OTRS 2.2.3 that known error causes memory to 'disappear', the system might freeze, load increases or error messages like "No free space left on device" might pop up. Note, windows users are not affected.

PS: Update to OTRS version 2.2.4 is scheduled for 2007-11-07.

[FAQ# 4200252 for solution/workaround]

OTRS 2.2.3 (Ipanema) is released!

2007-09-18T00:00:00+00:00

The OTRS Team is pleased to announce a major bug fix release, OTRS 2.2.3.

Fixes:

Bug #2265 - OTRS on IIS6 - the Package Manager is displaying a error after installing a package (header not complete). But package got installed corectly.

Bug #2230 - OTRS on IIS6 - was not able to login, redirect/loop problem after login.

Bug #2245 - Responsible / Owner Field was not working for all users selection in the Email-Ticket form.

Bug #2203 - OTRS was not able to create/verify correct pgp signs if utf8 is used in email.

Bug #2202 - Kernel::System::Email::SMTP is sending "localhost.localdomain" in smtp hello, some server rejecting this ("Host not found").

Bug #2024 - Problem with agent authentication via LDAP with ADS-Groups and content of DN like "Some\, Name". Was not able to login. Got an LDAP syntax error.

Bug #2156 - External customer database is not working, if it's configured the following error message appears ("Got no MainObject in Kernel/System/DB.pm line 85").

Bug #2155 - Std-Attachments are not usable in agent ticket compose screen (no std attachments are shown in compose screen).

Bug #2134 - PDF print is creating damaged pdf files with PDF::API2 0.56 or smaller. Added check to use no older PDF::API2 modules.

Bug #940 - After owners unlock ticket and a follow-up arrives the system, all agents which selected the queue of this ticket get and follow up message. In this follow up message the name was always the current owner and not the recipient of the email (which should be).

Bug #2001 - Added not shown escalation times and the responsible in any print views.

And some other small bug fixes (for detail see ChangeLog).

Enhancements

Improved system speed of escalation calculation if many open ticket > 2000) are there.

Improved Agent Notifications. Salutation of notfication recipient is now using real name of recipient instead of real name of current ticket owner.

[ftp://ftp.otrs.org/pub/otrs/] [full announcement]

OTRS 2.2.2 (Ipanema) is released!

2007-08-03T00:00:00+00:00

The OTRS Team is pleased to announce a major bug fix release, OTRS 2.2.2.

Fixes:

Bug #2020 - Improved system performance of escalations. If you use OTRS 2.2.1 and you want to upgrade to OTRS 2.2.2, please see full announcement for instructions (see also FAQ#4200192).

Bug #2029 - Setting a responsible agent when creating a new phone ticket wortks again.

Bug #1946 - Ticket service, SLA and type can be set in the email interface now. The referring headers are: X-OTRS-Service, X-OTRS-SLA and X-OTRS-Type.

Bug #2097 - Fixed UTF-8 handling in SMTP module.

Bug #2068 - Fixes 'Date' issues with non english MSSQL Installations.

Bug #2025 - Fixed upgrade script for PostgreSQL.

Bug #2045 - Notifications on reopen were not sent to owner/responsible.

Bug #2112 - Existing attachements (OTRS < 2.2) were corrupt after upgrade when the file backend is used.

And some other small bug fixes.

Enhancements:

Updated portuguese translation, thanks Filipe Henriques and Rui Pires!

Updated norwegian translation, thanks to Fredrik Andersen!

Updated hungarian translation, thanks to Aron Ujvari!

Updated spanish translation, thanks to Carlos Oyarzabal!

[ftp://ftp.otrs.org/pub/otrs/] [full announcement]

OTRS::ITSM 1.0.2 (Whitehaven Beach) is released!

2007-08-03T00:00:00+00:00

The OTRS Team is pleased to announce the release of OTRS::ITSM 1.0.2.

Fixes:

Bug #2121 - Data of ConfigItems are distroyed in some cases.

Bug #2090 - Wrong column types of in database table cip_allocate crashes installation on MSSQL databases.

Bug #2068 - No CI-class definition present after installation.

Bug #2099 - Wrong translation for linked objects.

Bug #2126 - Wrong translation in some option fields.

Bug #2124 - "uninitialized value" warnings.

[ftp://ftp.otrs.org/pub/otrs/] [full announcement]

((otrs))-Team at JP Morgan Chase Corporate Challenge in Frankfurt (germany)!

2007-07-15T00:00:00+00:00

OTRS.org and ((otrs)) is growing from year to year. This year the whole ((otrs))-Team was taking part at the JP Morgan Chase Corporate Challenge in Frankfurt (germany). 67,270 runners and 2,446 companies. It was amazing! Just get your own impression by watching the finish picture of the team.

[Wikipedia about JPMorgan Chase Corporate Challenge]

Jobs at ((otrs))!

2007-07-14T00:00:00+00:00

((otrs)), the company which provides support and consulting for the OTRS is looking for an OTRS programmer.

Position Requirements - successful Candidate will have:

Excellent german language skills

Outstanding Perl Know How

Solid understanding of OTRS architecture

Experienced in developing OTRS modules

Good working knowledge of directories (LDAP) and relational databases (in particular: MySQL, Oracle, SQL Server)

Solid technical understanding of modern web applications: AJAX, JSON, Java Script, HTML

Experienced in administration of linux based systems

Strong customer-focus and results orientation

Ability to work independently and with minimal supervision

For more infos have a look at the ((otrs)) website.
[http://www.otrs.com/de/job/entwickler/]

OTRS 2.2.1 (Ipanema) is released!

2007-07-02T00:00:00+00:00

The OTRS Team is pleased to announce the release of OTRS 2.2.1.
Major Changes:
"Support of Services and SLAs" - As major step towards IT Servicemanagement (also used for OTRS::ITSS 1.0) brings in the new Attributes 'Service' and 'Service Level Agreements (SLA)'. While creating a new ticket a service requester has to select both a service (e. g. email-service) and a related SLA . SLA attributes are "response time", "update time" and "solution time". These attributes are used by the IT Service Organization for notification and escalation purposes in order to keep the agreed SLA.
"Support of native ticket types" - Ticket types can now be managed over the admin interface. The use of a You do not need longer to use a ticket free text field isn't necessary anymore. Installations which already uses a ticket free text field for ticket type classification do not need to migrate. This feature will also be shown in zoom and print view for agents and customers and can be changed via the agent interface.
"Support of multiple authentication backends" - Added support of multi authentication feature for agent and customer backend. By using this feature it is now possible to use multiple trusted authentication sources (i.e. use LDAP as a first source for athentification and in case of an unsuccessful authentification try a SQL DB as a second source).
"Support of different password crypt types" - Supported and permitted password authentication types for agent and/or customer login are: - unix_crypt(), - md5(), - plain(). Default is 'unix_crypt()'. The administrator can easily switch from unix_crypt() to md5() on the fly by changing the sysconfig.
"Enhanced OPM-Format" - OPM Packages are now delivered with an additional online help. The introducing page will inform the user about new features and will also give him a short overview about the next steps to do after having installed the packages.
"SysConfig Improvement" - A quicker page view and page saving leads to essential time savings during configuration process.
And many new other features.
[ftp://ftp.otrs.org/pub/otrs/] [full announcement]

OTRS::ITSM 1.0.1 is released!

2007-07-02T00:00:00+00:00

Our OTRS Team is proud to announce the stable release of its first Open Source and ITIL compliant IT service management solution OTRS::ITSM 1.0.1. Complexity of todays IT infrastructure and the increasing business needs for reliable and high quality IT services significantly contributing to the business objectives, has raised the stakes for successful IT service management. The development of OTRS::ITSM was initiated as a logical consequence of the great success of the Open Ticket Request System OTRS in order to combine the globally accepted, public ITIL recommendations with the benefits of open-source software. As an integrated IT service management (ITSM) solution it goes far beyond a simple service desk system and assists IT service organizations to manage IT infrastructure components as interrelated parts of services IT provides to the business processes.

OTRS::ITSM 1.0 Key-Features:

ITIL compliant representation of "ITIL service support" processes
- incident management
- problem management and
- configuration management
an integrated, individually extensible configuration management database (CMDB)
ITIL compliant names for new functions and functions contained in previous OTRS versions
ITIL compliant role, responsibility and permission model
cross-process communication management: within the IT service organization, with customers/users/management and suppliers/providers
flexible stats functions for (trend) analyses; reporting, planning and controlling based on performance figures
flexible configuration, customization and upgrade to meet individual requirements

[ftp://ftp.otrs.org/pub/otrs/itsm] [full announcement]

Request for help to update the OTRS 2.2 translation tables.

2007-06-20T00:00:00+00:00

A long time is over and we are at the end of the OTRS 2.2 beta time line. So it's time to give the current OTRS translation state to you to show where help for OTRS is needed.

It would be very nice if you could help to updated your language file and just send it back to the OTRS team.
The current files can be found in the latest beta release under http://cvs.otrs.org/viewvc.cgi/otrs/Kernel/Language/.
[our daily refreshed i18n status page]

OTRS 2.2.0 rc1 (Ipanema) is released!

2007-06-19T00:00:00+00:00

The OTRS Team is pleased to announce the release of OTRS 2.2.0 rc1.
Changes: Fixed bug #1941 - Ticket Escalation blocks QueueView even if Agent has only read access, Fixed bug #1951 - Set default to 'valid' when adding a new AdminService or AdminSLA, Fixed bug #1927 - It is no longer possible to uninstall a required package, Improved Subject: handling to clean out repeated auto inserts (ie. 'Antwort:', ' Re:' ...), Improved cache handling to avoid race conditions, New Feature: Allow OTRS to continue even if a connected LDAP backend becomes unresponsive (bug #1949 #1950) and OTRS 2.2.0 RC1 allows to link customers to services and vice versa;
[ftp://ftp.otrs.org/pub/otrs/] [full announcement]

World Domination: The success story of Linux- and Open-Source-rollout at german Federal Foreign Office

2007-06-01T00:00:00+00:00

Torsten Werner from the german "Federal Foreign Office" wrote an article in the german "Open Source Jahrbuch 2007" about the success story of Linux- and Open-Source-rollout at the german "Federal Foreign Office" beginning in 2002 till today (2007). He also wrote a section - 5. OTRS as an example for a successful application / Page 246 - and some background infos about the OTRS rollout in 2004. It's really interesting, you should read it.

PS: There is only a german version of this book available.
[more -> http://www.opensourcejahrbuch.de/ (gemran only)]

OTRS 2.2.0 beta4 (Ipanema) is released!

2007-05-29T00:00:00+00:00

The OTRS Team is pleased to announce the release of OTRS 2.2.0 beta4.
Changes: Fixed bug #1894 - otrs.addUser script did not work, Fixed bug #1898 - Invalid services and slas were shown in agent masks, Fixed bug #1840 - Repeat escalation message when queue, SLA Solution time is shown, Fixed bug #1787 - Problem with cache file names in statistics on Win32, Fixed bug in service and SLA tables to allow services and SLAs without comment, Fixed attachment download problem, Changed max shown escalated tickets in queue view to 30 (to improve speed of escalation view in queue view), Added script bin/otrs.RebuildConfig.pl to rebuild/build default configuration based on XML configuration files, Added the ticket options Type, Service and SLA to the ticket print;
[ftp://ftp.otrs.org/pub/otrs/] [full announcement]

OTRS 2.0.5 (Klong Jark Beach) is released!

2007-05-29T00:00:00+00:00

Includes Security fixes, we recomment all OTRS users who are using OTRS 2.0.x to upgrade to OTRS 2.0.5!

The OTRS Team is pleased to announce the release of OTRS 2.0.5.
Changes: Fixed bug #1842 - Cross-Site Scripting Vulnerability (see advisory above), Fixed bug #1496 - GenericAgent: "Ticket created last..." does not work, Fixed Bug #1028 - Close subject not translated, Fixed bug #1240 - Tickets not shown in "New messages" if Auto Response "Reply" is active, Fixed bug #925 - Binary Attachments incorrectly utf-8 encoded in ticket replies, Fixed bug #1025, #1018, #1011, #1010 - Some Oracle related bugs, Fixed internal server error if in sysconfig search * is used, Fixed ArticleAttachmentIndex() - wrong index count in fs lookup - attachment icons sometimes not shown, Fixed stats/graph error message 'Can't call method "png" on an undefined value at ..., Fixed not working -r days option in scripts/backup.plm Updated Portuguese language file (thanks to Manuel Menezes de Sequeira), Updated Norwegian translation (thanks to Knut Haugen), Updated Brazilian Portuguese translation (thanks to Fabricio Luiz Machado), Updated Dutch language file (thanks to Richard Hinkamp), Updated French language file (thanks to Yann Richard), Added Greek translation (thanks to Stelios Maistros), Added Danish translation (thanks to Thorsten Rossner), Added Slovak translation;
[ftp://ftp.otrs.org/pub/otrs/] [full announcement]
[Englisch Advisory OSA-2007-01] [German Advisory OSA-2007-01]

OTRS::ITSM 1.0 beta4 (Whitehaven Beach) is released!

2007-05-29T00:00:00+00:00

The OTRS Team is pleased to announce the first Open Source, ITIL compliant IT service management solution.

Changes: Fixed bug #1859 - Impossible to add a new general catalog class, Fixed bug #1861 - Empty Search throws Error while linking objects, Fixed bug #1863 - Config Item search option "State" is ignored in link mechanism, Fixed bug #1899 - Invalid location was shown in agent masks, Fixed bug #1922 - Creation of database table "configitem" fails on Oracle databases, Fixed some small "uninitialized"-Bugs, Updated German language translation, Improved style of admin masks, Add unitest files to test core functions of Services and SLAs, Add auto change of framework background color;

The new OTRS::ITSM beta4 modules are capable to run under OTRS 2.2.0 beta4. Due to this fact, you will benefit from all yet known, well tested and powerful features of OTRS.

[ftp://ftp.otrs.org/pub/otrs/itsm/] [full announcement] [mailing lists]

OTRS 2.2.0 beta3 (Ipanema) is released!

2007-05-07T00:00:00+00:00

The OTRS Team is pleased to announce the release of OTRS 2.2.0 beta3.
Changes: Fixed bug #1788 - On Windows, the caching XML data did not work; Fixed bug #1035 - When using UTF-8 encoding, OTRS did not set UTF-8 for the MYSQL database connection; Fixed bug #1778 - The config option Database::Connect could not be set to SET NAMES utf8 for correct UTF-8 handling; Fixed bug #1611 - The mirror data base (when set up) was not used by the statistics module; Fixed bug #1809 - Priorities weren't always treated correctly; Fixed bug #1670 - When a statistic created no results (ie because the selection didn't return any data) an error was thrown. Now this exception is handled by creating a no results message; Fixed bug #1769, #1768 - Changing the ticket SLA or service were not reflected in the history. Fixed bug #1820 - Using an empty BaseDN to force LDAP to search the full directory for user authentication was not possible.
[ftp://ftp.otrs.org/pub/otrs/] [full announcement]

Meet OTRS.org at MySQL Conference and Expo (April 23-26) in Santa Clara, California (USA)

2007-04-19T00:00:00+00:00

Meet OTRS.org at MySQL Conference and Expo 2007 in Santa Clara, California (USA) (2007/04/23 until 2007/04/26). Our demo point is in the DotOrg pavilion. We would be pleased to meet people who are interested in OTRS. A demo version will be available. Also meet Martin Edenhofer (OTRS.org founder) there.

[http://www.mysqlconf.com/] [DotOrg Pavilion]

OTRS::ITSM 1.0 beta2 (Whitehaven Beach) is released!

2007-04-17T00:00:00+00:00

The OTRS Team is pleased to announce the first Open Source, ITIL compliant IT service management solution.

IT today is being asked to manage an increasingly complex environment with higher levels of service and quality. To keep critical IT services available to their users or at least reduce the downtime in case of an incident an effective incident and problem management is neccessary. But even then the complexity and continious change of todays IT Infrastructure compoments are hard to manage. That is, where configuration management and the configuration management data base (CMDB) comes into play.

The CMDBs main objectives are to provide a solid data basis for all following service management processes as well as providing accurate and up-to-date infrastructure information. This major key success factor is provided by OTRS::ITSM right from the beginning. In addition to all relevant configuration items (CI) the CMDB will also provide informations regarding their relations and interdependencies amongst each other and within the service chains.

The new OTRS::ITSM modules are capable to run under OTRS 2.2 which has been released in a first beta Apr.5th. Due to this fact, you will benefit from all yet known, well tested and powerful features of OTRS.

[ftp://ftp.otrs.org/pub/otrs/itsm/] [full announcement] [mailing lists]

OTRS 2.2.0 beta2 (Ipanema) is released!

2007-04-16T00:00:00+00:00

The OTRS Team is pleased to announce the release of OTRS 2.2.0 beta2.
Changes: Fixed bug# 1755 - an Issues to start two files due to wrong permissions, Fixed bug# 1757 - Issue to install postgres db was caused by a null value in the column "escalation_start_time" which violated a not-null constraint, Fixed bug# 1745 - The Invalid SQL-statements in AgentTicketQueue view have been fixed, Fixed bug# 1741 - "PostmasterFollowUpStateClosed" caused bugs on follow up actions, Fixed bug# 1744 - The issue to create an xml_storage table in utf8 charset on mysql database has been solved, Fixed bug# 1739 - The issue to insert a new SLA by using the admin-webinterface after having upgraded to 2.2.0 beta1 is fixed, The bulgarian language file has been updated, thanks to Alex Kantchev! A new arabic (Saudi Arabia) language file has been added, thanks to Mohammad Saleh!
[ftp://ftp.otrs.org/pub/otrs/] [full announcement]

OTRS 2.1.7 (Playa Esmeralda) is released!

2007-04-12T00:00:00+00:00

The OTRS Team is pleased to announce the release of OTRS 2.1.7.
Changes: Added rpm packages for Fedora Core 4, 5 and 6 to auto build service, Updated Kernel/Language/pt_BR.pm translation file - Thanks to Fabricio Luiz Machado!, Fixed bug# 1551 - decode_mimewords() in ArticleWriteAttachment() dies due to utf-8, Fixed bug# 1650 - crypt/sign bug in AgentTicketCompose screen, Fixed bug# 1659 - Uploading and Saving Pictures in MSSQL won't work with bigger Files (~700KB), Fixed upload cache problem in win32 with .pdf files, Fixed bug# 1442 and 1559 - ArticleFreeKey and ArticleFreeText default selection does not work, Fixed ticket# 2007031242000149 - session backend fails to insert sessions bigger the 4k on oracle database backend, Fixed ticket# 2007022342000586 - attachment problem with oracle backend if utf-8 is used.
[ftp://ftp.otrs.org/pub/otrs/] [full announcement]